Workforce Analyst

The Travel Corporation

Johannesburg

On-site

ZAR 320,000 - 520,000

Full time

5 days ago

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Job summary

The Travel Corporation in Johannesburg is seeking a skilled Workforce Planning Analyst to optimize contact centre staffing and performance. You will analyze historical, current, and projected data to ensure adequate resourcing and improved service delivery across our centres.

The role requires advanced Excel, strong data analysis skills, and experience in a contact centre environment. You will collaborate with global teams and support change initiatives to drive efficiency.

Qualifications

Strong Excel skills and solid MS Office proficiency.
Experience in contact centres and workforce planning/real-time analysis.
Ability to analyze data, generate insights, and support decision-making.

Responsibilities

Deliver schedules and rosters to ensure adequate coverage.
Produce reports on workforce performance for leadership.
Monitor real-time contact centre performance to meet service levels.
Provide insights from historical and current data to improve efficiency.
Collaborate with global counterparts on workforce projects.

Skills

Advanced Excel

Data analysis

Workforce planning

Reporting

Education

High School diploma

Tools

MS Office

Job description

ABOUT US

At TTC, we are Enriching lives by connecting people and places.

For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives.

Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

Value Every Voice - We put people first.

Act with Integrity - We do what’s right.

Explore Beyond Boundaries - We’re driven by curiosity.

Own the Outcome - We take responsibility for our decisions.

Succeed Together - We’ve got each other’s backs.

POSITION SUMMARY

The primary responsibility of this role is to provide data to enable business decisions across the contact centre, and to support business objectives.

You will analyse the operations of the contact centre with the primary aim of improving the sales and service delivery of our teams by conducting thorough analysis and provide objective advice, based on historical, current, and projected data, which will focus on adequate resourcing and process improvement.

The role will also be responsible for consulting in the change management process on key projects throughout contact centres globally.

This Job Description outlines the broad requirements of the job and the duties the employee will be expected to perform. This list is not exhaustive, and the employee will be required to comply with additional duties as reasonably required from time to time.

KEY RESPONSIBILITIES

Workforce Planning and Management

Deliver schedules and rosters to ensure adequate coverage in line with business requirements.

Manage and produce reports on workforce performance for leadership and stakeholders.

Monitor real-time contact centre performance to ensure service levels are met.

Analyse historical, current, and projected data to provide insights and recommendations for efficiency and performance improvements.

Recommend solutions to achieve weekly, monthly, and yearly objectives for workforce planning.

Monitor shrinkage levels and offline activity to ensure they meet agreed standards.

Balance shift patterns between resource requirements, labour laws, and operational KPIs.

Conduct regular reviews with Contact Centre Performance Leaders to incorporate known business drivers into resource analysis.

Act as a liaison between contact centres and transport providers for scheduling and service level management.

Monitor and track attendance, hours worked, and payments due to agents, submitting information to MD and HR for review.

Systems

Product and System Knowledge: Maintain up-to-date knowledge of products, systems, and processes related to the role, staying informed about updates and changes.

Technology Champion: Act as a champion for Genesys workforce platform.

Relationship Building: Establish and maintain effective relationships with local and counterparts, fostering seamless support and collaboration across teams and departments.

Global Collaboration: Work with global counterparts on the ‘follow the skill’ projects and procedures.

Communication:

Excellent Communication Skills: Possess outstanding written and oral communication skills, capable of effectively communicating with individuals from diverse nationalities and accents in English.

Promotion of Office 365 Tools: Actively promote the use of Office 365 tools within the team, encouraging efficient collaboration, document management, and communication among team members.

Reporting:

Reporting and Analytics: Proficiency in providing and running/reading regular reports on departmental activity, utilising data and analytics to gain insights, identify trends, and improve performance.

Project Management: Ability to perform projects assigned by management, effectively planning, organising, and executing initiatives to achieve desired outcomes and drive continuous improvement.

Learning on the Fly:

Quick Learning Ability: Demonstrate the ability to learn quickly, adapting to new processes, technologies, and procedures with ease.

Openness to Change: Display a positive attitude and openness to change, even in the face of new or challenging situations. Embrace change as an opportunity for growth and improvement.

Problem Solving

Critical Thinking and Problem-Solving: Exhibit strong critical thinking, problem-solving skills and decision-making abilities on what constitutes best in class workforce management processes.

Performance Leader Support: Handle and resolve daily general questions from Contact Centre Performance Leaders and Managers, providing guidance, clarification, and support as needed to ensure smooth operations.

Problem-Solving

Critical Thinking and Problem-Solving: Exhibit strong critical thinking, problem-solving skills and decision-making abilities on what constitutes best in class workforce management processes.

Team Leader Support: Handle and resolve daily general questions from Contact Centre Team Leaders and Managers, providing guidance, clarification, and support as needed to ensure smooth operations.

Nurturing

Relationship Building: Build, develop, and cultivate relationships.

Best Practice Sharing: Actively promote knowledge sharing within the wider business.

Service Excellence and Product Knowledge: Instil a passion for service delivery and excellence among the team.

General

Flexibility and Adaptability: Be willing to take on other duties assigned within the Contact Centre, demonstrating flexibility and adaptability to meet changing operational requirements.

Availability for Shift Work: Be prepared to work on public holidays and weekends, including Sundays, as per the Contact Centre's operational schedule and staffing needs.

Compliance: Act on any instructions given based on the company's operational requirements and within the vocational ability of the incumbent. Adhere to company ethics standards and ensure compliance with established policies and guidelines.

Continuous Learning and Participation: Attend in-house staff training sessions and departmental meetings to stay updated on industry trends, enhance skills, and contribute to the overall growth and development of the Contact Centre team.

Team Integration: Actively contribute to creating an integrated and focused Contact Centre team, fostering collaboration, communication, and a positive work environment.

Ethical Standards: Adhere to company ethics standards, promoting integrity, professionalism, and ethical conduct in all interactions and decision-making.

ROLE SUCCESS CRITERIA

Support achievement of contact centre service level and productivity targets.

Provide clear and timely reporting to support operational decision-making.

Contribute to cost efficiency through effective workforce planning and resource optimisation.

Drive continuous improvements that enhance operational performance and customer experience.

Build strong working relationships with contact centre leadership and key stakeholders.

KEY INDIVIDUAL TRAITS

A trait is an enduring characteristic that serves as a strong indicator of potential for success in this role.

1. Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness.

2. Attention to detail: Carefully reviews work to ensure accuracy, quality, and completeness. Adheres to rules and procedures.

4. Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment.

YOUR EXPERIENCE AND EXPERTISE